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Application Support Analyst


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Application Support Analyst

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Reference ID R86095 Updated 22/09/2022 Employment Type Full time Experience level Experienced Professionals
Country India Work Location (City) Bengaluru

The Role

This position is the linking pin between the business developers and platform operations from a Power BI perspective. An understanding of the data and how to analyze issues ensures that the business has what it needs and the operations of the platform remains stable.

What is the role

The role is responsible to ensure end-to-end service availability and resolve escalated urgent/complex issues to ensure business continuity for Shell’s Power BI and Azure applications. Provide second and third line operational IT Support for Power BI applications. This includes ticket resolutions.

Proactively monitor service outcomes to initiate service improvements and recommendations for remediation. Manage the implementation of changes taking the portfolio architecture into account.


  • Handle complex severity incidents according to Business Service Level Agreement (SLA). Resolve escalated multi-discipline technical application and infrastructure incidents end to end per business SLA.
  • Work with Project team to assess project deliveries for addressing any supportability issues.
  • Understand how projects enable the implementation of Shell’s Power BI capabilities to accurately assess technical issues and recommend solutions that are supportable and consistent with the overall strategy.
  • Advise on impact of technical exceptions, including requests for changes, deviations from specifications, etc. Ensure that there is proper technical assessment of all such exceptions.
  • Cooperate with support and project management teams on technical feasibility and considerations
  • Work with support team and project management teams to prepare detailed technical plans, evaluate test results and to ensure supportable solution is being deployed by the projects.
  • Ensure adherence to Shell security and compliance framework, information security and regulatory audit compliance. All relevant compliance strategies, policies, standards, processes, procedures and best practices are applied, executed and monitored correctly.
  • Give advice on the technical aspects of configuration management methods, system security requirements, the operations and maintenance of systems being supported and proposed system recovery procedures.
  • Understand Power BI and other related technical and functional modules/products defects and possible workarounds.
  •  Understand Shell’s Power BI landscape and architecture across multiple support vendors. Provide integrated support based on your architectural understanding by coordinating with different vendors to solve high-priority incidents.
  • Provide resolution during problem management reviews to ensure complex problems are being resolved appropriately.
  • Identify opportunities for continuous improvement

What we need from you

We are keen to hear from individuals with a degree and has minimum 5 years experience from a reputed company or industry.

The ability to trouble shoot issues is key. Knowledge of the tool is key as this support role will also answer both basic and more advanced functionality features. You need to have mastery of Power BI and the ability to create Power BI dashboard. It is important that this person has wide experience across all businesses. You need to be able to interface with all levels of the organization - up to an including EVP's. Knowledge of database configuration (Oracle, SQL) is useful. HANA and BW understanding is also important. The work includes writing of functional and operational documentation.

Candidate is analytical and creative, performs well under stress and is able to multitask. The work includes writing of functional documentation, reports and plans.

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.

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